Pointe du Lac makes an effort to provide the best possible service for all customers. To better resolve any issues of returns and refunds, please consider the following.
This refund policy is for users who have problems with an order, product or package. All refunds are sent to the same bank account used for the order being refunded. Pointe du Lac will process refunds in 24-48 hours.
To request a refund, please send an email to night[at]pointedulac.net with attached photos or videos of the damaged product, and a description of problem. Please note that any refunds will be sent to the original payment channel (PayPal or credit card).
Refunds are provided in the case of:
- Damaged Product. If the arrived product is damaged, Pointe du Lac offers a full refund or replacement.
- Incorrect or Missing Products. The print-on-demand services used by Pointe du Lac have a strict quality control standard and will check every product before delivery. If any of the following circumstances exist, we offer a full refund or replacement:
- Incorrect product
- Product with the wrong color, size, etc.
- Product with a missing component.
Please note that you don’t need to return the incorrect product. We will refund or resend the right one to you. If you have any questions about size, please provide photos of the measurement. Make sure that you measure the product in the correct method. You can send the result to our customer service and we will deal with it asap.
- Products Out of Stock. Pointe du Lac offers a full refund if the product is out of stock. We will notify you and make the refund or replacement.
- Products Unable to Ship. Pointe du Lac offers a full refund if the product cannot be shipped. Due to transport limitations, some products do not have proper shipping option. We will notify you in time and make the refund.
- Delayed Orders. Pointe du Lac offers a full refund if the order is delayed excessively. It will be counted from the date that the package leaves warehouse.
- In normal circumstances, more than 30 days.
- In the busy season, more than 40 days, such as Black Friday, Cyber Monday, Christmas, etc.
- In unforeseen circumstances, such as epidemics etc., the date will be different. Please pay attention to our notification email and message.
Please also note that:
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- For orders shipped to the USA, European countries, New Zealand, Canada, Pointe du Lac will refund if the total shipping time more than 30 days.
- For orders shipped to South America, Middle East, India, Africa, Pointe du Lac will refund if the total shipping time more than 60 days.
- For delays caused by delivery pending issues, such as an insufficient address, package unclaimed, inability to contact the customer, etc., Pointe du Lac will not refund you.
- Cancelled Orders. Pointe du Lac offers a full refund if the order cancels before the product is shipped. But we will not offer a refund if the cancelled order is for products with a custom Pointe du Lac design
- Missing Packages. Pointe du Lac offers a full refund if the package goes missing during the delivery.
- Other Conditions. Pointe du Lac offers a warranty for all products. The warranty period is 30 days from the day of receipt of the product. After 30 days, we do not support refunds.
Refunds are NOT provided in the case of:
- Orders Delivered. Pointe du Lac will not offer a refund or resend if the tracking info shows ‘order delivered.’
- Package Unclaimed. If the package is unclaimed, it will be destroyed by the local carrier within 48 hours.
- Tracking Information Alert. Pointe du Lac will not offer a refund or resend if the tracking info alerts. The following reasons may cause the alert:
- Incorrect/insufficient Address
- Refused Package
- Customs Clearance
- Non-Existing Number
- Unknown Recipient
You can raise a dispute within 30 days from the date you receive the product. Please note that a dispute will be closed automatically if you have not answered for 3 consecutive days.
The following disputes will be denied:
- Completed Order. Refunds are not available if the order status is completed.
- No Tracking Information. Refunds are not available if the tracking info expired. Generally, the post office will keep tracking information of the order for 180 days.
- Unavailable Shipping Option. Refunds are not available if you chose the following shipping options:
- Unavailable Destination. Refunds are not available if your order is shipped to the following countries:
- Haiti; Kyrgyzstan; Madagascar; Mauritius; Bangladesh; Nepal; Nicaragua; Swaziland; Jamaica; Zambia; Ecuador; Peru; Bolivia; Chile; Argentina; Uruguay; Egypt; Sudan; Libya; Algeria; Angola; Bahamas; Benin; Belize City; Burundi; Dominican Republic; Gambia; Grenada; Cuba; Palestine; Paraguay; Guatemala; Reunion; The Commonwealth of Puerto Rico; Hawaii; Alaska; Guadeloupe; Martinique; and French Guiana.
- Force Majeure. Refunds will be denied for any product damaged or shipping delay caused by unforeseen circumstances such as a disease epidemic, international incident, strike, war, earthquake, flood, storm, heavy snow, or customs inspection.
- Other. Refunds will also be denied for the following reasons:
- The product is not satisfactory.
- The product has an unusual odor.
- The product doesn’t match the listing description, such as inaccurate measurement.
- Unavailable Destination. Refunds are not available if your order is shipped to the following countries:
Returns
Due to the nature of print-on-demand production, Pointe du Lac cannot offer returns.